國家品質獎對企業經營績效影響之研究

中華民國國家品質獎至今已舉辦了十九屆，參加該獎項評審之企業甚多，然而獲得此獎項對於企業的經營績效是否有所提升，是本文所欲探討的重點。本文結合平衡計分卡與國家品質獎之評審項目，建構一個可衡量組織財務與非財務經營績效的評量工具，並運用德菲法與層級分級法來設定此績效評量工具的指標權重值。完成上述績效評量工具的建構與問卷設計後，本文以近幾年獲得國家品質獎殊榮的五家企業為對象，探討獲得國家品質獎對其組織的經營績效是否有所影響。研究結果顯示，在平衡計分卡財務、顧客、內部流程、學習與成長四個構面中，以顧客構面所佔權重最高，其次依序為學習與成長、財務、內部流程構面。而在國家品質獎對企業經營績效的影響當中，獲獎對企業內部流程構面的影響最大，亦即對企業的營運流程、研發、創新等績效有明顯的提升，其次依序為學習與成長、顧客、財務構面。若再深入探討國家品質獎對於大型企業與中小型企業的影響，可發現中小型企業獲得國家品質獎對於經營績效的提升明顯優於大型企業。整體而言，企業皆肯定國家品質獎對其經營績效有正面提升效果。

關鍵字

國家品質獎；平衡計分卡；層級分析法；德菲法；績效評估

並列摘要

The National Quality Award (NQA) in the Republic of China has been held over nineteen years; a great number of enterprises have gone through the evaluation process of the award. The object of this article is to investigate whether the award had any impact on business performances of an enterprise which has obtained the award. A measuring tool was constructed to evaluate an enterprise's financial and non-financial performances by combining the Balance Score Card (BSC) with the NQA's evaluation categories; Delphi method and hierarchical method were utilized to set up the weight for the performance indices evaluation tool. After completed the construction of the performance evaluation tool and questionnaire, five enterprises that had obtained the award were selected and investigated whether the award has any impact on business performances. The result indicated that within BSC four aspects which are financial affairs, consumers, internal processes, learning and growth the consumer aspect was accounted the most weight; followed by learning and growth, financial affairs, and internal processes. However, the NQA affects the enterprise's internal processes the most-in other words it improved many of the enterprise's internal activities, such as operation processes, research and development, innovations, etc.; followed by learning and growth, consumers, and financial affairs. It is when to compare the NQA's impact on big-sized with small/medium-sized enterprises, we found out that small/medium-sized have better outcomes than bigsized enterprises. In conclusion, all the enterprises (that we investigated) agreed that NQA does have positive effects on business performances.

並列關鍵字

National Quality Award ； Balance Scoring Card ； hierarchical analysis ； Delphi method ； business performance

參考文獻

梁文耀、許裕順(2006)。企業資訊入口網站之建置與評估。資訊管理學報。13(1)，169-192。

李紹彰、陳至安(2007)。以SEM 探討中華民國國家品質獎評審架構模式。品質學報。14(3)，210-234。

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Google Scholar

Eriksson, H.,Garvare, R.(2005).Organisational performance improvement through quality award process participation.International Journal of Quality & Reliability Management.22(9),894-912.